Author Archive

Simple steps to overcome the industry’s most common process challenge

Ollie O'Donoghue discusses some fundamental steps to help you tackle the most common challenges around ensuring processes are followed and deliver value.

Proactive Problem Management: A cycle of prosperity

"If service desks can reallocate a small percentage of their resources to proactive problem management, there are two considerable benefits."

Expectation Osmosis: A challenge for the future and an opportunity to improve

"At the SITS show this year I spoke about emerging trends in the ITSM space. One trend, I argued, was already taking place and there’s absolutely nothing we can do about it. I call it Expectation Osmosis."

Automation: The Greatest Influence On New ITSM Tool Selection

Research reveals that the demand for automation features has grown exponentially since 2012, when only 20% of professionals advised it would influence them, to a massive 63% in 2015.